Prerequisites for Better Resolution:

  • CEE Account Login Credentials
  • Access to Email domain page

Initial Verification Steps to be Followed:

  1. Confirm Access to the Email Domain Section:
    • Ensure that the user has access to the Email Domain section on the CEE Account.

Resolution Steps to be Followed:

  1. Step 1: Log in to the CEE Account:

    • Log in to the respective CEE Account using the provided credentials.
    • Navigate to Settings -> Email Domains.
    • Screenshot:


  2. Step 2: Edit Domain:

    • Click on the three dots next to the domain that needs verification.
    • Select "Edit" to make changes to the domain's DNS records.
    • Screenshot:


  3. Step 3: Download the DNS Document:

    • Click on the download icon in the upper right corner to download the DNS document.
    • Screenshot:


  4. Step 4: Update DNS Records in the DNS Portal:

    • Access the DNS portal and update the DNS records based on the downloaded document.

  5. Step 5: Verify the DNS Records:

    • Once the DNS records are updated, return to the CEE Account and click "Verify" to complete the DNS verification process.
    • Screenshot:


Resolution / Next Steps:

  1. [Reason 1]:

    • Inform the client that the DNS records have been successfully verified.
    • Provide Screenshot

  2. [Reason 2]:

    • If there are any issues with verifying the DNS records, escalate to cross-functional teams for further investigation.
    • Provide findings by sharing relevant details like Problem statement, Logs, Screenshots, Reference cases.

Escalation Path:

  1. Initial Verification:

  2. Further Investigation by Helpdesk:

    • If the issue persists with DNS verification:

      • CAT Escalation:

        • Escalate to: SME
        • Contact: SME1 / SME2
        • Email: Ticket with internal note and investigation
        • Slack Channel: [Your respective channel within Support]

      • Cross-functional Escalation:

        • Escalate to: Cross-functional Teams
        • Contact: SRE
        • Email: Child ticket to the appropriate team
        • Slack Channel (Only for escalation): [Your respective channel with Cross Functions]

Feedback on Playbook:

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